Arif Khan (762) 274-1019
Active DoD Secret Clearance
US Citizen
EDUCATION SUMMARY
Year 2006 • Accomplished IT professional with 15 years of successful
experience in the IT sector along with 11 years of
Bachelor in Business experience in ServiceNow development, maintenance,
Management implementation, and administration, and hands-on
Dhaka National University expertise in utilizing countless ServiceNow modules like
ITSM, SPM, ITAM, ITOM, GRC, SecOps, VR, HRSD,
APM, PPM,IRM, Discovery, Service Catalog, Service
CERTIFICATIONS Portal, Event Management, CMDB, Service Mapping,
Asset management, Orchestration etc.
ServiceNow Certified System • Track record of developing UI Appearance for Service
Administrator – CSA Catalog Requests and monitoring, modifying, and
publishing service catalog workflows with approvals.
Certified Implementation Skillful at performing project scoping, organizing
Specialist - Vulnerability processes, and managing activities, including business
Response (CIS - VR) and IT Requirements.
• Notable success in developing Service Now platform,
including creating and customizing Incident, Request,
Service Change, Service Level, Knowledge, and
Configuration (CMDB) applications and processes.
• Proven skills in creating and managing service catalogs, record producers, order guides, and UI Pages
while working extensively on implementation, customization, and maintenance of CSM modules, such
as case management, incident, problem, knowledge management, and customer service catalog in
Service-Now.
• A solid history of adding fields to the metrics capture of service now Performance Analytics, and
creating roles and groups through the utilization of dashboards, analytics, and time charts.
• Excel at maintaining and growing data held within Service Now, such as our users, locations,
configuration items, and service catalog items.
• Expert in monitoring Software Development Lifecycle (SDLC) for managing project scope, requirement
definition, resource management, change management, analysis, managing work schedules, project
status reporting, project coordination, and conflict resolution.
• Credible history of managing processes, delivering technology and IT service management solutions,
overseeing ITIL processes, and customizing and configuring ITSM tools.
• Well-versed in designing, managing, and analyzing CMDB (Configuration Management) configuration
items and its integrations, like Infoblox, Equip Band SCCM.
• Expertise in scripting using JavaScript and Discovery in ServiceNow and creating reports and email
notifications.
• Excellent record of working on SaaS (Software as a Service) based tools (ServiceNow) while focusing
on implementing ITIL processes.
• Talent of developing Client Scripts, Business Rules, UI policies, UI actions, Script Include, SLA, and
Import sets.
• Leveraged UI/UX tools and methodologies to create intuitive, responsive, and visually appealing
interfaces for end-users, improving overall user satisfaction.
• Record of coordinating extensively on LDAP integrations with a good understanding of Integration with
these varieties of protocols, such as SOAP and REST API’s.
• Demonstrated value-added skills in creating and managing Service Catalogs, Record Producers, Order
Guide, UI Pages, and designing and developing custom applications in ServiceNow environment.
• Experience in Data migration projects using SQL Loader, PL/SQL programming, coding Procedures,
triggers, and functions.
• Performance history of working on ITSM modules, like Incident/problem/change request.
• Excellent record of developing scoped applications by leveraging the OOB tables and functionalities, like
creating an interaction ticket or CAL Ticket from the portal.
• Advanced expertise in providing the fulfiller functionalities on the portal to update the incidents or tasks
for the service desk users.
• Expert in Export, Import, and SQL Loader Utilities and RDBMS development, including Oracle SQL,
PL/SQL database backend programming with stored procedures, Functions, and packages, Forms, and
Reports ITSM.
• Possess strong command to integrate survey monkey to trigger and manage the assessments outside
the ServiceNow for leveraging the functionalities of the fancy survey’s flavors.
• Performed day-to-day administration of the ServiceNow system, including making approved changes to
processes and workflows in ITSM, APM, PPM, HRSD, CSM, ITOM, and GRC modules.
• Exposure to ServiceNow platform capabilities and tools, like Discovery and Orchestration and other
applications, such as Service Watch, GRC, etc.
• Service Portfolio Management (SPM) implementations, optimizing Project Portfolio Management
(PPM) solutions, and integrating SPM with ITSM and ITBM modules to align IT strategies with
business goals.
• Hands-on experience in Governance, Risk, and Compliance application (GRC).
• Adept at creating a customized role with all the required access to the entire application for the admin of
GRC.
• Exercised leadership skills by submitting the documentation and training the GRC users on the
ServiceNow GRC Application.
• Expert at designing, implementing, and configuring the forms and fields in Security incidents, Vulnerable
Items, Vulnerable Groups, and Security Cases.
• Mastered in UI Actions and UI page configuration for aligning it with the ITSM modules, like creating
incidents/problems/change requests.
• Demonstrated ability to lead design and code review sessions for SPM solutions, ensuring
adherence to best practices and high-quality deliverables.
• Built and sustained Relationships between the different tables updated the child from the parent, and
maintained the synchronization between the related modules.
• Managed NVD and CWE data pull in Vulnerability Response and created business logic and workflows
for the best process flow.
• Designed and Implemented Integrated Risk Management (IRM) solutions. Proven track record in
leveraging ServiceNow’s integration capabilities to provide comprehensive and up-to-date risk and
compliance postures for diverse organizations.
• Well-versed in creating the ACL to maintain the security of the applications in ServiceNow.
• Experience using Integration Hub to populate CMDB data from third-party sources, like SAP, SCOM, and
build custom Spokes to populate data using Service Graph connector and customized flows.
• Experiences in planning od clustering for MID servers to manage zero downtime and high availability of
Production instance-related Integrations, Discovery, Service Mapping, and Cloud Integrations.
• Advanced expertise in building custom complex workflows to trigger Orchestration in AWS.
• Record of exceptional Information Technology experience in Software Design, Development, Analysis,
Testing, and Implementation in ServiceNow platform by acting as Developer and Administrator.
• Expert in Designing, Developing, Maintaining, and Optimizing the Universes using Designer module
Configuration, Web Services, Catalog Confidential Scripting, and SOAP to develop complex workflows.
Experience
Sr. ServiceNow Developer Jun 2023 - Present
Apple Bank, NY
Responsibilities:
• Integrated Qualys with ServiceNow to improve security posture to effectively mitigate advanced threats
• Created Remediation target Rules to remediate the vulnerabilities on time.
• Designed, developed, and implemented complex IRM solutions tailored to a wide range of organizational
needs.
• Spearheaded the end-to-end implementation of Service Portfolio Management (SPM) within the
organization, aligning portfolio strategies with business objectives.
• Managed all phases of SPM, including demand management, resource allocation, and project execution,
resulting in improved visibility and control over project portfolios.
• Engineered and customized workflows within SPM to automate project intake, prioritization, and approval
processes.
• Leveraged ServiceNow's automation capabilities to reduce manual effort and ensure consistent
application of portfolio management standards across the organization.
• Worked on server side and client side scripting to enhance the existing framework.
• Implemented and managed Cloud Discovery, configuring schedules and MID servers to ensure accurate data
capture and synchronization.
• Create workflow activities and approvals, implement new workflows that use variety of new activities to
understand how records are generated or updated through workflows
• Created custom reports and dashboards to give the clear insight about the modules to the stakeholders
• Created custom notifications to meet the clients requirements
• Set up integrations between third party tools and ServiceNow
• Created Rest and scripted rest API’s to build the in and out flow of data between SNOW and other
systems.
• Created Business Rules, client scripts , UI policies to enhance the framework
• Created script includes to reuse the code.
• Proactively explored and implemented new ServiceNow features and functionalities, such as the latest
enhancements in the Utah version, to improve development processes and project outcomes.
• Developed custom interactive filters to develop PA dashboards that applies to all widgets and reports.
• Worked on ACL’s to provide the appropriate access to the users based on roles assigned
• Created Rest Messages to set up connection between ServiceNow and MetricStream for APM table.
• Created BR to trigger whenever a record is inserted or updated, it also maps the data from ServiceNow
to MetricStream.
• Created Rest Message to set up connection with MetricStream to create records from Incident table to
MetricStream.
• Configured and integrated TSOM modules with existing ServiceNow applications to ensure seamless
functionality.
• Created multiple business rules to restrict the access of records to different group members.
• Developed custom integrations and automation scripts that significantly reduced manual effort and
improved operational efficiency.
• Managed the migration of update sets related to SPM and other ServiceNow modules, conducting
thorough architecture reviews to ensure seamless integration and minimal disruption to existing
processes.
• Oversaw the implementation of architecture decisions that improved system performance and scalability.
• Advanced expertise in REST and JSON-based API development, with over 7 years of experience creating
secure, scalable integrations between ServiceNow and third-party applications.
• Skilled in using API gateways like APIGEE to manage and optimize API traffic.
• Delivered custom dashboards and analytical reports that provided actionable insights for business
leaders. Experienced in configuring and maintaining ServiceNow Workspace for enhanced user
experience.
• Created Record Producers to insert data into different tables. Managed data with tables, the CMDB using
Import set.
Sr. ServiceNow Developer Jan 2020- Jun 2023
LINCOLN FINANCIAL GROUP-REMOTE
Responsibilities:
• Involved in the complete end to end cycle of coding, testing, debugging, maintaining and refining the
computer software in ServiceNow to produce the required product in an Agile development environment
• Involved in requirement gatherings and development of the scope upon each module.
• Creation of Technical design document upon the business requirements.
• Initiating review meetings and Brainstorming sessions to better analyze the Confidential requirements.
End-to-End Development and Customization of Incident/Problem and Change management
applications as per ITIL.
• Integrated ServiceNow GRC with a vulnerability management system using APIs.
• Planned and executed Windows and Network Discovery through ServiceNow Discovery, ensuring
comprehensive asset and configuration management.
• Integrated TSOM with ITSM and ITOM modules to enhance overall service management capabilities.
• Developed and customized TSOM workflows to automate telecom service processes and reduce manual
efforts.
• Responsible for Problem Management, create reports and provide IT management with updates.
• Monitor, analyze and delegate related tasks to our support staff.
• Mentor and provide direction to ensure support staff in accordance with the requirements.
• Manage tense situations and conflict, define and accomplish goals.
• Responsible for creation of employee network accounts in Active Directory and MS Exchange.
• Spearhead design of Performance Analytics dashboard to provide real-time reporting for IT
• leaderships on services owned by them using defined metrics.
• Successfully integrated SPM with existing IT Service Management (ITSM) and IT Business Management
(ITBM) modules to create a unified platform for managing both operational and strategic initiatives. This
integration provided a holistic view of IT investments, improving alignment between IT and business goals.
• Manage end-to-end implementation of ServiceNow ITSM, SPM, ITAM, GRC, SecOps, HRSD and
• ITOM modules: Service mapping, Discovery, CMDB, and Event Management.
• Configured Service Portal using the Service Portal Configuration page and cloned out of the box widgets
and embedded them on the Service Portal to achieve certain functionalities.
• Automation Asset Management module data between multiple ServiceNow instances including Financial
and Contracts section on Asset Management form to synchronize CMDB data including financial
information. Configured UI policies, client scripts around to configure Form layouts for Asset Record
• Generated Import sets to populate inventory with CI purchased, CI warranty card and updated Asset
Management data for Hardware CIs and Virtual machines
• Built Customized flows for compliance rules and policies encapsulating Asset Lifecycle management.
• Built standards and processes for managing assets data and integrated with third party tools like Flexera
to manage Asset Stock Room.
• Participated in strategic design sessions focused on enhancing SPM capabilities within the
ServiceNow platform.
• Built automated email notifications and text message notification for Asset Disposal and retirement
reminders. Three strike policy designed and implemented to remind and manage user asset.
• Asset Setup, Asset Configuration, Asset Patching, Asset Retirement, Asset Compliance and Regulation
and Asset Governance Dashboard configuration based on multiple customer needs following
ServiceNow best practices.
• Built Transfer Order process and implemented Asset Transfer Orders using Product Catalogs.
• for Knowledge Management and worked on the knowledge-centered support (KCS) plug-in.
• Developed integration with System Center Configuration Manager (SCCM).
• Designed and implemented new functionality using Business Rules, UI Policies, and Access Lists.
• Implement email parsing for Phishing emails with ingestion rules as well as prepare various business
rules, REST messages, and Scripts.
• Send Notifications to users/groups/managers using customized templates on creation of Security
incidents.
• Participate in meetings with the shareholders for requirements and enhancements to the existing
process.
• Integrated ITSM module for SecOps and GRC team and customized GRC Policies and Rules form using
Related List and List Control and build IRA for HR, Finance, Travel teams, Project teams. Worked on
ServiceNow Now ITOM business development, project delivery/implementation, building
• ServiceNow ITOM practice & competency.
• Vulnerable Items, Vulnerable Groups, and Security Cases. Aligning the Security Operation modules with
GRC for proper process and policy follow-up and creating assessments for the feedback and
• process improvement.
• Planned and executed Windows, Network Discovery through SNOW Discovery. Upgraded Onboarding
and offboarding in HRSD.
• Defined workflows in Service Catalog items, Approvals, and Dynamic tasks in ServiceNow.
• Extensive experience working with ServiceNow across multiple versions, including the Utah version.
Familiar with the latest enhancements and features in the Utah release, particularly within the Service
Catalog and ITSM modules.
• Expertise in guiding teams through the process of designing user-friendly catalogs that adhere to best
practices and organizational standards.
• Designed and implemented robust security measures to ensure data transmission security, adhering
to the organization's security policies and standards.
• Hands-on experience with orchestration and integration tools, including APIGEE, ESGA, Ansible, and
Amelia. Developed and implemented robust integration strategies to streamline processes and enhance
system interoperability across various platforms.
ServiceNow Developer Jan 2014-Dec 2019
NEXTGEN HEALTHCARE-REMOTE
Responsibilities:
• Performed configurations and customizations of ServiceNow applications like Service Catalog, Incident,
and Change. Involved in working and developing of ServiceNow plugins and customizations.
• ServiceNow Application UI Configuration, Workflow Configuration, Data Loads using import sets,
development of reports & metrics for executive management.
• Implementation Lead: Directed the setup and configuration of Configuration Management
Database (CMDB) and Asset Management, ensuring data integrity and process efficiency.
• Manage ITIL Processes monitoring overall system performance using the System Performance and
System Diagnostic dashboards. Integrating ServiceNow with other systems and customization.
• Set up the SLA for the incident, problem, change management processes as per the requirement.
• Technical implementation of various ServiceNow modules such as Change Management, Incident
Management, Problem Management, Service Catalog and Configuration Management
• Responsible for Development Team Performance and involved in grooming & mentoring team members
on various processes
• Developed and deployed TSOM solutions to streamline telecom service workflows and improve
operational efficiency.
• Configured TSOM modules to support telecom service management, including incident, problem, and
change management.
• Worked to integrate their ServiceNow GRC platform with the compliance management system using
ServiceNow-ETL and Python/Unix scripting.
• Played a key role in defining the architecture and roadmap for ServiceNow's SPM implementation,
ensuring scalability and alignment with future business growth.
• Led strategic discussions with business leaders to refine the SPM approach, resulting in a more
responsive and agile portfolio management framework.
• Worked as a Pre and Post installation consultant to define and implement industry (ITIL) best practice for
the ServiceNow ITSM Platform
• Administered, maintained, and supported SCOM platform.
• Worked on Glide Ajax and Glide Records for scripting and UI actions.
• Worked on fixing bugs and doing enhancements for Incident, Problem and Change management and
Service Catalog modules.
• Develop high quality integrations between the internal HPSM instance and the external ServiceNow
instance.
• Excellent knowledge of ServiceNow UI tools Service Portal, CMS, etc.
• Participated in testing, issue resolution, support the implementation check-out process and facilitate the
development of all procedural documentation and manuals.
• Performed requirements gathering, write and manage highly complex requirements for large application n
development projects on ServiceNow.
• Identified project interdependencies and communicate requirement/scope issues and participate in
driving them to resolution for inclusion in system requirements.
• Conducted the full SDLC lifecycle to implement ServiceNow Software and Hardware Asset Management
and integrated it with an external discovery tool.
• Created SLAs, configured stakeholders for portfolios, and integrated Azure AD.
• Initiated customer service management (CSM) plugin and configured CSM module as per customer
requirements.
• Implemented and managed Cloud Discovery schedules, integrating with AWS and other cloud
services to ensure accurate configuration management.
• Collected information about tvm, datacenters, load balancers, and logical data centers by working on
AWS Discovery.
• Automated alert generation process in PPM and implemented domain separation in financial
management.
• Integrated application portfolio management (APM) modules with ITSM to identify applications.
• Provided data persistence by object-relational mapping solution via Hibernate for application save,
update, and delete operations.
• Involved in SDLC Requirements gathering, analysis, design, development, and testing of applications
using AGILE methodology (SCRUM).
• customized applications including requirement analysis, design, coding, testing, and training activities.
• Created and wrote the MySQL query to import data from the external discovery tool database into the
CMDB for configuration and data analysis of the imports, and to insure there were no gaps or issues.
• Elicited and facilitated functional and technical documentation for new product and enhancement
releases.
• Developed and facilitated quality assurance strategies which included test plans, test cases, user
acceptance testing, unit and system testing.
• Conducted analysis and ad-hoc database queries for end user requests and supported end users
• during business hours or as needed.
• Collaborated with business stakeholders, IT and 3rd party vendors to ensure high quality, on-time
deliverables and business needs were met through the project lifecycle. Effectively communicated in
writing and face-to-face presentations on project status to all levels within internal organizations and
external customers/vendors.
• Met with business stakeholders to identify, assess, document, and review business requirements.
• Created user stories and manage story backlog with requirements for sprints through enhancements
intake process.
• Translates business requirement to functional requirement and support IT design questions against the
requirements.
• Prepared mapping document for integration between Jira /Confluence and ServiceNow.
• Communicated changes to requirements on user stories during sprint where applicable.
• Confirmed that Implementation, Post-Implementation, and Back-out plans are in place.
• Developed Service catalog which includes creating new catalog items, designing workflows and
execution plans.
• Created the google API type credentials for GCP.
• Created the Discovery schedule for the GCP from Cloud discovery.
• Before creating the discovery schedule completed all the steps with the details for GCP in the google
cloud discovery console.
• Tested and validated the service account validation from the discovery schedule.
• Selected the appropriate datacenters and created the discovery schedule to import the record to CI.
• Implemented and installed a new MID server for discovery.
• Configured the cloud discovery dashboard and check and debug if any issues for the GCP.
• As per the client customized the GCP discovery patterns for discovery to the addition of custom fields.
Configured multiple Catalog Items Front-end web / GUI components using JavaScript, CSS, HTML5,
• AngularJS, PowerShell, and shell scripting.
• Developed web video recording and streaming applications using webRTC.
• Designed and developed visualization dashboards using chart.js, d3.js, and google charts libraries.
• Configured multiple forms for Asset module using Configuration Management Database.
• Worked on end-to-end implementation of CTI Integrations, Supported the team with the workflow of
• the integrations.
• Created the UI pages to use them in catalog items, implemented using UI scripts.
• Wrote Catalog client scripts and UI policies to make client-side changes.
• Supported the team with improvising the Discovery tool and the configuring the CI's.
• Worked on order guides, to arrange them in sequential order to make the user comfortable while
• raising a request.
• Oversaw ServiceNow event management by configuring event mapping, event transform, and alert
• rules. Coordinated with other members of the engagement team to coordinate, plan, and steer
ServiceNow GRC projects.
• Involved in implementing APM from scratch, gathering data, and validating information based on each
• node.
• Utilized ACLs for controlling security mechanisms in ServiceNow.
• Attained expertise in overseeing Single Sign-on (SSO), event-based integrations, and LDAP.
• Implemented project/portfolio management and resource management to manage ServiceNow
• projects across the enterprise.
• Carried out horizontal discovery from scanning to exploration by using different probes and sensors.
• Maintained CMDB health dashboard with completeness, compliance, and correctness.
ServiceNow Developer/Admin Feb 2012-Dec 2013
REALOGY, PISCATAWAY, NJ
Responsibilities:
• Worked with clients to assess current state processes and tools, defined Service Now requirements and
developed and configured the ServiceNow platform.
• Worked on CMDB and Asset management. Performed Data migration to import data from other
applications and external databases.
• Implemented TSOM functionalities to enhance telecom service management, ensuring
seamless integration with existing ServiceNow processes.
• Worked on various modules of Service Now like Incident management, change management, Problem
management, Service Catalog, User Administration, Reporting and Discovery
• Implementing end-to-end Service Catalog, Incident, Problem, Change, Configuration & Asset
Management, Release Management and Knowledge management.
• Set up Configuration Management from scratch, defining CI classes and their relationships.
• Working experience on discovery, set up mid servers and checks for connectivity. An expert in
troubleshooting Discovery tool.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, CSS, and HTML5.
• Worked on UI Macros to create pages as templates based on given requirement.
• Resolved typical users access and roles issues by checking active directory and user table.
• Wrote client scripts and UI policies to make client-side changes.
• Created UI pages to use them in catalog items; implemented using UI scripts.
• Created knowledge articles to document the steps in creating the catalog items.
• Worked on different kinds of variables and variable sets.
• Worked on order guides, to arrange them in sequential order to make the user comfortable while raising
a request.
• Created issues occurs (Example: Database is down, External service is not accepting any requests, and
Specific service is down).
• Involved in UI development within ServiceNow working with JavaScript, Glide Script, UI Policy, HTML5
and CSS3 and applying Business Rules. Used Glide Servlet (Glide System, Glide Record, Glide Form) ,
Glide Ajax for Asynchronies process, debug Client Side Script for alert
• , error and confirm messages, JavaScript Debugging.
• Configuration of Email Notification and Alerts to notify users about specific activities in the system such
as updates to Change and Problem requests.
• Involved in providing the design solution, technical methodologies and processes solution to meet the
customer requirements.
• Utilized Java Scripting in Business Rules, Client scripts, UI Policies and UI Actions to deliver solutions
that automate and audit business processes to customize the instance as per Business needs.
• Deployed all of the developed internal applications on the web using Remedy 7.x mid- tier
• Implemented, documented and maintained the Service-Now platform to meet specific business needs to
support ITIL and business processes.
• Configured Service Level Agreements to define certain levels of service from both internal and external
providers.
• Developed SQL scripts to create database objects like tables, views and sequences
• Worked in creating common reusable Test Kits for various components in Service-Now.
• Imported Configuration Items (CI) from third party applications using import set tables.
• Documented all implementations and best practices defined within team
• Developed new service catalog items and fix bugs in incident, problem and change management
Java Developer
AMAZON
Responsibilities: Jan 2010- Jan 2012
• Gathering system requirements and worked with the business team to review the requirements.
• Developed the application using Spring Framework that uses Model View Controller (MVC) architecture
with JSP as the view.
• Developed JSP custom tags for front end.
• Developed web pages using JSP and Servlets.
• Created, Upgrading, and Maintaining the JavaScript libraries and widgets so that the data is managed
the same way regardless of when the form was developed.
• Involved database design and responsible for creating and modifying Database objects.
• Responsible for writing code for error behavior like time-outs and no match menu options.
• Involved in writing client-side validations using Java Script, AJAX.
• Resolved the issues, errors and problems encountered across website implementations.
• Managed and prioritized workload between project and maintenance tasks.
QA Engineer March -2008- Dec 2009
DENTA QUEST, BOSTON, MA
Responsibilities:
• Worked closely with BA to analyze the business requirements, business logic and process flow
• Created and helped the QA Lead in documenting Test Plans and Test Cases corresponding to business
rules and requirements
• Analyzed and documented detailed program information working and interacting with software
developers and members of various other dependent departments
• Manually performed System Testing, UAT, Functional and Regression Testing
• Maintained and executed test cases and test scripts using Quality Center
• Performed E-mail notifications to the developers relating bugs using the Quality Center
• Parameterized automated tests using database table parameters (including global and action data
sheet), environment variable parameters and random number parameters and analyzed tests
• Validated the test results by writing SQL to retrieve the data from tables and from database.
